Thema "Betreff: (English)High ping every day/evening" in Störungen im Kabel-Netz

(English)High ping every day/evening

Andrei200 — Sun, 30 Jan 2022 20:54:45 GMT

Hi Vodafone team,

I'm reaching out to you guys in regards to my internet connection. In the past months the internet connection has been behaving worse up to a point where i can't use it to work or play games anymore. when it comes to download, i do have the download speed via the lan cable, but the ping is not where it should be anymore. I used to have 20-30 ping with google.com but now it jumps up to 150. In games this is unusable at this point.

Note that this does not occur every moment of the day. there are moments in the morning where speed and ping is normal (20-30ms)

The behaviour is way worse when i use the rented vodafone router. the internet speed drops to 1-2mb and the router restarts every 3-4 minutes. i'm thinking the rented router is broken?

Any guidance is appreciated.

Kind regards,

Andrei

In which state do you live? Please also send the postal code RLP - Berlin 10249
What contract do you have? (e.g. Internet + Phone 100) Red Internet & Phone 250 Cable
Which modem/ router are you using? (e.g. Hitron) tried both my own router ->fritzbox 6430 and rented router sagem fast 5460.
Do you use a rental device from us or do you have your tried both, the rental one restarts every 4 minutes
Which error occurs? (Speed too low; packet loss). high ping/ packet loss/router failure (for rented one) https://ibb.co/QQMnFh9
yahoo ping: https://ibb.co/d4JxJCF
How is your device connected to the modem ? ( LAN; WLAN; additional router; PowerLAN ) LAN
Which browser do you usually use? (e.g. Firefox) Firefox
Which operating system do you have on your computer? (e.g. Windows) Windows 10
Beginning and period of the disturbance (e.g. since the beginning of April; only in the evening) for about 3 months but it has been getting worse.
Also upload a screenshot of the signal values . You can find this in the user interface of your cable router via 192.168.0.1 or via 192.168.178.1 on the Fritzbox. here: https://ibb.co/0MLTwLc

Re: (English)High ping every day/evening

Stephan — Wed, 02 Feb 2022 11:59:17 GMT

Hi Andrei200,

sorry for the struggles but we can have a look on that.

Please send me a private message with the following information:

- your full name

- your full address

- date of birth

- customer number

- e-mail address

- the link of this thread

Please reply here when you have sent the private message.

Regards

Stephan

Re: (English)High ping every day/evening

Andrei200 — Wed, 02 Feb 2022 19:18:57 GMT

Hi Steven,

Details sent. Please let me know if there is anything else you would need. Also please advise me what to do with the Vodafone router since currently it is unusable due the constant restarts

Kind regards,

Andrei

Re: (English)High ping every day/evening

svestr — Wed, 02 Feb 2022 20:23:34 GMT

I have exactly the same problem since half a year and noone could provide a fix yet.

Betreff: (English)High ping every day/evening

Tina — Sat, 05 Feb 2022 14:25:10 GMT

Hello Andrei,

thanks for your pm.

There are some anomalies. In order to be sure that this is the cause, I need to check the connection values. I can only do this if our cable router is connected for at least 48 hours. Be so kind and connect it.

Do the ping fluctuations occur at certain times of the day?

Best regards

Tina

Betreff: (English)High ping every day/evening

Andrei200 — Sat, 05 Feb 2022 16:48:22 GMT

Hi Tina,

Thank you for the reply.

If i connect the Vodafone router for the requested time, I won't have internet due to constant router restarts and I can't since i need internet to be able to work (i work from home). Is there any other solution?

Ping fluctuations only occur during certain times of the day, yes. usually in the afternoon. I've been checking closely and the high ping generally occurs between 3-4 pm and 10pm. In the last week the high ping happened between 7-8pm and 10-11pm so something has improved on Vodafone side.

Kind regards,

Andrei

Betreff: (English)High ping every day/evening

Wallace — Tue, 08 Feb 2022 11:55:17 GMT

Hi Andrei,

can you please give us some speedtests and pingplotters from the morning and some from the evening?

Regards

Wallace

Betreff: (English)High ping every day/evening

Andrei200 — Wed, 09 Feb 2022 20:23:13 GMT

Hi Wallace,

Below you can find the requested info:

1am and morning plotter: https://ibb.co/WvHK5Q0
speed test on lan cable: https://ibb.co/QH0Z5KP

9pm plotter: https://ibb.co/k55hY93
speed test on lan cable: https://ibb.co/8B6yYm0

Please let me know if you need anything else.

Kind regards,

Andrei

Betreff: (English)High ping every day/evening

Andrei200 — Thu, 10 Feb 2022 15:59:14 GMT

Also a 5pm plotter in case its needed: https://ibb.co/9G2wqFv

Betreff: (English)High ping every day/evening

Claudia — Mon, 14 Feb 2022 10:17:16 GMT

Hello Andrei200,

as the high ping also occurs with your own device the Vodafone Station isn't the reason for the problem. It seems a high utilisation is the cause for the ping problems in the evening, the colleagues work on a solution. I made a fault report for you and added it to the central task. That way you get an e-mail once the ticket is closed.

Kind regards,

Claudia

Betreff: (English)High ping every day/evening

Andrei200 — Mon, 14 Feb 2022 20:55:04 GMT

Hi Claudia,

Thanks for getting back to me. Indeed, the high ping is not the fault of the vodafone station. to me it seems to be a separate issue where the vodafone router just restarts regardless of time of day. but anyway, i can keep it in the box if i can't replace it and use my own.

thanks for looking into the high ping issue and have a great evening.

Andrei